--- title: Zendesk Contact Center Reviews meta_title: 'Zendesk Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 314 reviews by the users' company size, role or industry to find out how Zendesk Contact Center works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 314 scale: '5' date_modified: '2026-08-09' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Zendesk Contact Center Reviews **Vendor:** Zendesk **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.5/5.0 **Total Reviews:** 314 ## About Zendesk Contact Center Zendesk for Contact Center is built with AI at its core to remove the gaps between channels, agents, and systems so every contact gets resolved faster across voice, self-service, and digital. Powered by the Zendesk Resolution Platform, it simplifies operations, accelerates service, and eliminates the fragility of legacy stacks and bolted-on tools. AI is embedded across every channel to accelerate agents and deflect the rest. Voice is native with AI Agents and Voice Copilot. And AI powered WFM, QA and reporting are included, no vendors to chase, no code to manage. Whether you're scaling quickly, expanding globally, or ditching a cobbled-together stack, Zendesk equips you to deliver faster service, better experiences, and leaner operations from day one. ## Zendesk Contact Center Pros & Cons **What users like:** - Users find Zendesk Contact Center to be **easy to use and set up** , streamlining customer interactions for effective support. (8 reviews) - Users value the **efficient omnichannel support** of Zendesk, integrating various customer interactions into one cohesive experience. (8 reviews) - Users find Zendesk Contact Center to have a **user-friendly interface and seamless omnichannel capabilities** , enhancing overall efficiency and satisfaction. (8 reviews) - Users value the **omnichannel experience** of Zendesk Contact Center, enjoying seamless communication and insightful reporting tools. (6 reviews) - Users appreciate the **omnichannel support** of Zendesk, streamlining customer interactions and enhancing team collaboration for efficient service. (5 reviews) - AI Technology (4 reviews) - Artificial Intelligence (4 reviews) - Users love the **intuitive interface** of Zendesk, which simplifies onboarding and enhances overall user experience. (4 reviews) - Response Time (4 reviews) - Analytics (3 reviews) **What users dislike:** - Users struggle with **inefficient workflows** , as inconsistent SLAs and unpredictable ticket behavior hinder effective performance tracking. (4 reviews) - Users face **workflow disruptions** due to inconsistent SLAs and performance tracking, complicating everyday operations. (4 reviews) - Users struggle with **inefficiency** , citing inconsistent workflows and the cumbersome size of the Zendesk Contact Center plugin. (3 reviews) - Users express a need for **missing notification features** , impacting their responsiveness and overall ticket management experience. (3 reviews) - Users find Zendesk Contact Center's **process complexity** a hurdle, leading to inconsistent workflows and a challenging learning curve. (3 reviews) - Users experience **slow performance** with Zendesk Contact Center, especially during peak hours, hindering efficiency and increasing frustration. (3 reviews) - Workflow Issues (3 reviews) - Users experience **chat functionality issues** , including inadequate notifications for new tickets across different channels, affecting workflow efficiency. (2 reviews) - Implementation Issues (2 reviews) - Users feel that **notification improvements** are necessary for better ticket management and workflow consistency in Zendesk Contact Center. (2 reviews) ## Zendesk Contact Center Reviews ### 1. Zendesk support suite **Rating:** 4.0/5.0 stars **Reviewed by:** Ashlee B. | Technical Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2025 **What do you like best about Zendesk Contact Center?** Easy to use, set up, customize, and get help if needed. Implementing AI is also easy. **What do you dislike about Zendesk Contact Center?** I wish there were tighter user permissions especially if you have more that one instance or brand in your account. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We host our external and internal KB for several brands. It is easy to set that up and use. We can grab metrics easily to let leadership know how well our knowledge is performing. ### 2. Does the job but too limited **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2025 **What do you like best about Zendesk Contact Center?** Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this platform since the score card and reporting were changed to a new interface that did not meet our expectations. **What do you dislike about Zendesk Contact Center?** Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It used to give us many benefits, specially when it comes to reporting. ### 3. Tool that cater to businesses making things easy. **Rating:** 5.0/5.0 stars **Reviewed by:** Archi A. | Customer support executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about Zendesk Contact Center?** Zendesk is a leading customer service platform designed to enhance customer support and engagement and is easy to use. It offers a comprehensive suite of tools that cater to businesses of all sizes, providing solutions for ticketing, live chat, knowledge base management, and customer support and more . Zendesk is known for its intuitive and user-friendly interface, which makes it relatively easy for teams to get up and running. **What do you dislike about Zendesk Contact Center?** Nothing, that I dislike about zendesk as this helped me resolve the customers concern more easily with quick comminication and ease of implementation. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk QA helps ensure that the Zendesk platform performs effectively and meets high standards of reliability, usability, and functionality. ### 4. Zendesk is for real. **Rating:** 4.5/5.0 stars **Reviewed by:** John Kenneth M. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2024 **What do you like best about Zendesk Contact Center?** It has a lot of features that allows us to be more effcient with the service we off to our clients. In addition, it gives us a the flexibility to make changes in allignment to our whatever our focus is. **What do you dislike about Zendesk Contact Center?** All is good with Zendesk, never had anu issue with it for more than 4 years **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk is our main channel where in our client's request and inquiries are all routed to. Zendesk gives us an eyeview of the volume of the task in hand and at the same time sort request into categories ensuring it will be catered to on a timely manner **Official Response from Zendesk Sam:** > Wow! Thanks for always choosing Zendesk, John. We all hope to bring only the best service to your clients. If you'd like to share any experience, to learn or to connect, feel free to join our Community forums here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 5. klaus is outstanding **Rating:** 5.0/5.0 stars **Reviewed by:** Diego S. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2022 **What do you like best about Zendesk Contact Center?** Klaus is very accurate in measure customer care's support by allowing our team's leaders to monitoring customer support agents performances with different tools **What do you dislike about Zendesk Contact Center?** I enjoy everything about the platform. Nothing to say about dissatisfaction **What problems is Zendesk Contact Center solving and how is that benefiting you?** The fact that it makes it easier to rate the performance of our agents makes Klaus a very user-friendly tool. ### 6. Best QA app we ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Nataliia D. | Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a game-changer for our support team's quality assurance efforts. Its intuitive interface and seamless integration with our existing tools have made it an instant hit among our team members. The outstanding support from the Klaus team ensures that any issues are swiftly addressed, making our QA process smoother than ever. Klauss continues to evolve, demonstrating its commitment to staying ahead of the curve. In summary, Klauss has become an indispensable tool for our support team, simplifying quality checks and enhancing productivity. **What do you dislike about Zendesk Contact Center?** Cannot even find one! everything is really great! **What problems is Zendesk Contact Center solving and how is that benefiting you?** It is solving our need of automated Quality Control of our Support Team, fast track of coaching sessions, it is made in a way to keep all in one and there is no need to use Google sheets anymore ### 7. Chose money over creating a good product **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Music | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Zendesk Contact Center?** The Klaus platform itself was really great and efficient at reviewing conversations. Implementation/integration is easy as you simply needed to choose the service, however, considering their recent acquisition by Zendesk, it will only be possible to connect it with Zendesk. **What do you dislike about Zendesk Contact Center?** Klaus recently announced an acquisition by Zendesk, effectively making the Klaus platform exclusively for Zendesk software. Zendesk is amongst the least innovative in the market of Customer Service software, so switching to Zendesk to continue using Klaus would harm the user experience. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It helps me ensure our support agents are doing a good job, and it makes the onboarding process easier as we can easily say: "Hey, that's not right, you should do this and that instead," helping us not only improve our customer's experience but also improving the skill of our employees without too much work. It also made the review process fun. However, considering their recent acquisition by Zendesk, this will no longer be the case. ### 8. Easy to use and user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2024 **What do you like best about Zendesk Contact Center?** It helps you by sorting the severity of the issue, provides timely update **What do you dislike about Zendesk Contact Center?** Nothing, I think Zendesk is already perfectly fit for a customer support **What problems is Zendesk Contact Center solving and how is that benefiting you?** I think there's no problem that Zendesk provides **Official Response from Zendesk Sam:** > We appreciate you taking the time to leave this positive review! Thank you for your support and we look forward to making your experience with us even better. ### 9. Klaus experience **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa P. | Customer Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a great tool to monitor the csat and qa survey's received in a real time basis. There's no need to check to many sites/links since it's already integrated in one app. **What do you dislike about Zendesk Contact Center?** Sometimes, the surveys I receive is being counted already as well as the score I got from it but it is not showing up right away on the survey responses section of Klaus. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Both Csat and QA scores are integrated in one tool so I can easily monitor my current scores real time. ### 10. Purfect Purfect Purfect **Rating:** 5.0/5.0 stars **Reviewed by:** Abbie K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Zendesk Contact Center?** Klaus is a really user friendly platform, both for the QA team and for the agents and team leaders that use it too. I use Klaus every single day and it's always speedy to get me the things I need. I really love how you can interact with another through Klaus, by commenting, reacting, replying to reviews, it makes the whole perception of QA that bit more engaging and friendly. It's also just so speedy to actually conduct reviews, we can more or less double the amount of audits we can do through Klaus! **What do you dislike about Zendesk Contact Center?** One thing we've struggled with is how the assignment feature works, rather than assigning X amounts per agent, it assigns X amount to complete the assignment, so if an agent is off for a period of time, other agents will receive more audits to compensate for that. Though this has been a pain point for us Klaus have been so great to rectify this and have informed us a fix is in progress! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is allowing us to carry out significantly more reviews than the number we were previously able to carry out, meaning more feedback can be provided! It's also improving our relationship with agents as a QA team, as we're able to chat with them directly, send gifs and emojis etc. ### 11. User-friendly software for customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Jennifer C. | Client services senior lead, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about Zendesk Contact Center?** The interface is clean and very easy to navigate, the userguide is easy to follow and the training process is less than 2 days. **What do you dislike about Zendesk Contact Center?** The omnichannel feature could be better. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We get our customers billing questions and inquiries throught tickets in Zendesk **Official Response from Zendesk Sam:** > We appreciate you taking the time to share your thoughts, Jennifer! We’re glad to hear that our sleek interface helps in navigating customer tickets. Your feedback helps us improve, and we want to invite you to our Community Forum where your thoughts, ideas, and suggestions can help us make your experience with us even better: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 12. The most fun quality tool out there **Rating:** 5.0/5.0 stars **Reviewed by:** Agnė V. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2023 **What do you like best about Zendesk Contact Center?** How they make sure to keep the service updated and also fun. Every time I come to Klaus, there is something new waiting for me there. They keep improving it fast and react to our bug reports with speed too. It helps us to make quality evaluations no longer long and tedious work but fast and fun. I enjoy going to it every month not only to do the work itself but also to look for their fun easter eggs left (different catchphrases on holidays pop up on their logo for example). **What do you dislike about Zendesk Contact Center?** With things changing fast, we also need some time to adapt too. It caught us off-guard a couple of times and slowed our work a bit. However, those changes were for the better in the end and they were not too big to have a huge impact. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Doing evaluations used to be very time-consuming and draining work. Now with Klaus, it's very easy not only to do them with their system but also to see data about my team right away which is great. Our agents can also quickly react to feedback and make sure they improve their work. We used to do everything in Google Sheets before, so for us, this was a big improvement. ### 13. Could this be puurfect for our needs? Absolutely! **Rating:** 5.0/5.0 stars **Reviewed by:** Kris P. | Area Manager: Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** What I found most beneficial about Klaus is ease of getting it setup, connected to our ticketing system (Zendesk), and our users in the system. Our team also found it very easy to begin creating scorecards and starting ticket reviews. Once we were in and going (with minimal help needed from their team, although they were great when needed), I found it very easy to evaluate opportunities for team member coaching and reporting across teams and our entire Support organization. If you toss in the AI auto-scoring and their regular usage of punny comments- it's an amazing all around solution for these reviews! **What do you dislike about Zendesk Contact Center?** I'm not sure I would readily identify something that I really dislike...I had a touch of trouble understanding the dashboard an grasping the logic of how it was built, but that was more of me simply learning the product versus something I don't like. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Previously we've used other software or even spreadsheets, but now with Klaus we have consistent ticket scoring across our entire team! We've seen significant improvement in our ticket quality which has shown a corresponding increase in our CSAT numbers! ### 14. My Klaus experience **Rating:** 5.0/5.0 stars **Reviewed by:** Borislav B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Zendesk Contact Center?** Klaus has proven to be a game-changer in fostering a culture of accountability and self-improvement among our agents. The ability while using Klaus to provide constructive feedback in real-time has not only elevated individual performances but has also contributed to an overall positive shift in team dynamics. **What do you dislike about Zendesk Contact Center?** One notable drawback is the learning curve associated with the program. The initial onboarding process may be somewhat challenging for new users, and it takes time for teams to fully grasp the functionalities of Klaus. A more intuitive and user-friendly interface, especially for those less tech-savvy, could expedite the learning process and enhance overall user experience. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Problem: Providing timely and constructive feedback to agents is essential for their growth and motivation. Solution: Klaus facilitates real-time feedback, allowing us to recognize and address issues promptly. It also contributes to a positive work environment, motivating agents to excel in their roles. Problem: Maintaining consistent quality in customer interactions is crucial but can be difficult to achieve without a systematic approach. Solution: Klaus offers a structured quality tracking system. By setting and measuring specific quality benchmarks, we can ensure that our agents consistently deliver a high standard of service, ultimately enhancing overall customer satisfaction. ### 15. Klaus is an excellent tool for providing feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Alan S. | Analista de QA, Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** Klaus is a very intuitive tool, both for the QA agent and for the agent responsible for customer service. I use the tool daily and its implementation was very smooth. Providing Feedback becomes an easier mission with the options that the website offers, from service evaluation, to Coaching sessions, Assignments, filters and several other resources that help with the organization and quality of the service. **What do you dislike about Zendesk Contact Center?** I would like the site to have an option to access the conversations evaluated directly through the "Categories" option within the Dashboard. This would help to directly check a specific conversation where a certain root cause was used. However, when I have a question, I am very well attended to and their knowledge base is very complete. **What problems is Zendesk Contact Center solving and how is that benefiting you?** The tool helps us provide constant feedback to customer service agents. This helps us guarantee quality customer service and provides data that, over time, allows us to evaluate our evolution. ### 16. Purr-fect Quality Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Maiya C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** I've been using Klaus for 2 years and the journey has been absolutely amazing. I love how user friendly, fun and customisable it is, and most importantly the Klaus team always takes feedback on board and keeps improving the tool. It has initially increased our efficiency by almost 60% and continues to be a staple in quality reviews for our company. I especially love assignments and filters features as they allow us to do the most pinpointed reviews and make sure we hit our weekly and monthly evaluation goals. **What do you dislike about Zendesk Contact Center?** I honestly can't think of anything I dislike. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Before Klaus we used to do quality evaluations manually and it took a very long time. With Klaus, it is all in one place, it's visually pleasant and easy to access. I especially love the dashboard function as it's an easy way to keep an eye on everyone's performance. We also implement it for monthly performance talks with agents, using Sessions tools. Additionally, when a certain agent requires a deep dive, we use personalised filters to report back to their team lead. ### 17. Efficient and intuitive tool for leveling up customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie S. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Zendesk Contact Center?** The Intercom integration makes it super easy to view and target specific types of conversations and I love the variety of options when it comes to assignments and scorecards. Overall it's intuitive, easy to set up, easy to use, and really helps us gain insights on what we can do to improve our level of service and keep it consistent across the team. Klaus's customer service has always been great and it seems like the product team really listens to customer feedback - they're always introducing quality-of-life improvements that make our QA processes easier and—dare I say it—more fun? **What do you dislike about Zendesk Contact Center?** Honestly can't think of anything. Any feature I've felt was missing in the past has been introduced since, so as I mentioned before, it seems like their product team is very receptive to their customer's requests or needs. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It makes a task (quality assurance) that can frankly be quite tedious at times, more engaging and fun while still applying a structure and a consistent approach to how customer interactions are scored. It makes it super easy to pull in conversations from our help desk and randomize those conversations so that bias is eliminated as well. ### 18. Klaus your way to self-improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Kirk Evangelio O. | Fleet specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Zendesk Contact Center?** Klaus allows us to have a detailed information about the scores we acquire from the tasks that we have been assigned to. We also use the software for knowledge quizzes. In addition, its minimalistic yet aesthetic features are eye-pleaser and can be deemed user-friendly. **What do you dislike about Zendesk Contact Center?** Klaus did have minimal bugs such as score reviews which does not reflect in the reviews section , but it has been corrected already and it is all good now. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus improves inefficiency. As a user, I can attest to how I improved and got motivated from receiving excellent feedback and taking constructive criticisms. ### 19. Zendesk Suite exceeds expectations **Rating:** 4.0/5.0 stars **Reviewed by:** Jason H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2024 **What do you like best about Zendesk Contact Center?** I haven't used Zendesk for a few years, but now that they have an amazing Suite it's a no brainer. In fact their ability to bring on meaningful AI will change the way you handle customers forever. **What do you dislike about Zendesk Contact Center?** Zendesk still has an opportunity to get better at alignment of the customer profile and lifecycle rather than being so transactional **What problems is Zendesk Contact Center solving and how is that benefiting you?** Real time resolution and better KPI total engagement **Official Response from Zendesk Sam:** > Hey Jason! Thanks for taking the time to leave this amazing review! We always strive to provide better support, and hearing this feedback will help us to improve our services. You may also check out the link below to give us more feedback and/or suggestions. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 20. Great Partner in our Purr-suit for Excellence! **Rating:** 5.0/5.0 stars **Reviewed by:** Maggie H. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2023 **What do you like best about Zendesk Contact Center?** The scorecard system is easy to use, provides detailed customization to set standards & goals, and provides a virtual space for transparency & accountability across all our teams. It's a great feedback tool, that gives me insight into each team member's individual performance and helps me to define specific steps for grwoth and improvement. **What do you dislike about Zendesk Contact Center?** So far, so good! I've only noticed a few minor work flow issues that sometimes drive me nuts haha e.g. I wish you could go back and retrieve a skipped conversation and the "submit review" button should be more prominet compared to the skip button. **What problems is Zendesk Contact Center solving and how is that benefiting you?** In a the remote workplace, it allows me to connect with my team, peek over their shoulder, see & review their work, in order to provide feedback and opportunity for growth and improvement. ### 21. Pretty intuitive platform, **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Zendesk Contact Center?** Pretty intuitive interface, the email threads are shown in a way that makes them easy to read. The translation tool is super helpful too. I also like the fact you get recurring tasks assigned to you and statistics on your team member's results. **What do you dislike about Zendesk Contact Center?** Identifying patterns over time in the feedback given is hard. You cannot use internal categories from Zendesk for ex. to segment the feedback given on a thread about a specific issue. So you need to have an external tool / spreadsheet to track the patterns and address them. The space where you can see all the reviews given to a specific person focuses mostly on the numbers and you need to hover over the grade to see the content, which is a bit weary. Need to go over them one by one instead of just seeing a preview of the feedback **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keep reviewers on track of their team's performance on tickets, ensure that we all do the same number of reviews at the same frequency. ### 22. Easy to use and learn **Rating:** 5.0/5.0 stars **Reviewed by:** April B. | Member Sucess Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** The auto QA! Love that it can help me find conversations that need my attention so I can be responsive to our members needs. I find it a great resource as we look at ensuring the highest level of care from our success and support team. We're able to deliver feedback quickly to our team so they can adjust and respond fast, too. **What do you dislike about Zendesk Contact Center?** It took me a while to figure out the filtering. Once I did, it made sense :) **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is giving us the tools to be able to quickly pull challenging conversations, identify trends in member needs, find patterns in employee behavior and identify training gaps. We are able to respond quickly in our changing environment to drive faster response times, more personalization and adjust our processes to better meet the needs of our members while still ensuring great quality and hitting all the marks necessary to give a good member experience. ### 23. Zendesk Review **Rating:** 4.5/5.0 stars **Reviewed by:** Luyen N. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Zendesk Contact Center?** Everything in one box, the team has the tools they need **What do you dislike about Zendesk Contact Center?** have to use market place too much for tools **What problems is Zendesk Contact Center solving and how is that benefiting you?** We don't have a lot of dev resources so we use the suite **Official Response from Zendesk Sam:** > Thank you so much, Luyen, for taking the time to write this wonderful review. Your feedback is incredibly valuable to us and we will use it to make our services even better — we're always looking for ways to improve. Please don't hesitate to send us any additional feedback or suggestions by clicking on the link below: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 24. That smart friend you should be hanging out with more **Rating:** 5.0/5.0 stars **Reviewed by:** Laurent D. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** Klaus is like that reliable friend you're not necessarily super close to, but every time you meet, the vibe is immaculate, and you receive valuable insights and support in overcoming your challenges. If you are looking to ensure your team is aligned in the way they represent your company while interacting with customers, Klaus should be your pick. **What do you dislike about Zendesk Contact Center?** Whenever we encounter difficulties, we report them, and Klaus is very open to addressing your requests to bring your vision to life. Don't be fooled by the relaxed mood and cat puns. They mean business. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Full alignment and oversight on communication with customers, on every channel. The source of many resolved issues we have uncovered, thanks to our QA specialists, using Klaus as their main tool. ### 25. Great customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Rafael C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** The tool is very useful for providing feedback, but imo, their strenght is the way they are supportive. Someone will reply in few minutes, and they will likely provide a solution or alternative for your need, always with a fantastic friendly TOV **What do you dislike about Zendesk Contact Center?** Sometimes when they implement changes, it clash with the way we have things set up **What problems is Zendesk Contact Center solving and how is that benefiting you?** Metrics. We have ton of metrics to help our agents to improve by tracking, in an unbiased way, where there is room for improvement ### 26. There isn't any other like Klaus **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine T. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** I love how user friendly Klaus is. Both, Customer Support and Analyst roles are easy to navigate . Also, Klaus cares about its users and will take the feedback and transform it in goals and are quick to act on your siggestions. Oh, and they're quick to respond and It also integrates easyly with your support desks. **What do you dislike about Zendesk Contact Center?** That there aren't gifs haha. Nothing to dislike here, it has it all you need from a QA tool. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Improve customer satisfaction ### 27. The most efficient coaching tool **Rating:** 5.0/5.0 stars **Reviewed by:** Oliver M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Zendesk Contact Center?** The interface alone speaks wonders on the impact Klaus when it comes to tracking and monitoring performe for KPIs.The flexibility to provide comments to the people who left a review for you allows us to have open conversations which benefit both parties. The ability to dispute it within the app is just wonderful **What do you dislike about Zendesk Contact Center?** The only thing that makes me worry a bit is how Klaus automatically assigns the conversations to the reviewers as in our instance, there are a few cases that are pretty straight forward and doesn't give the reviewee a chance to get good scores on their KPIs. Wish we had the flexibility to change assigned cases to something else. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keeping track of KPIs and giving us a details walkthrough on whether the quality is going up or down. This has also incentivized our concierges to continously check Klaus for new reviews/CSATs and they subconsiciously think about their quality everyday ### 28. Great way to provide a database to your customers **Rating:** 3.5/5.0 stars **Reviewed by:** Ernest H. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2023 **What do you like best about Zendesk Contact Center?** The ability to provide catalog information to your clients and also having a life support feature has been great for customer support **What do you dislike about Zendesk Contact Center?** I wish there were more customised features within article creation. Also wish that category pages had more customisable features. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It's solving the issue to keep our clients and customers updated with changing landscape of laws that we are dealing with. This benefits us as our old platform was not nearly as user friendly. **Official Response from Zendesk Sam:** > Hi Ernest - we’re happy to hear you highlight the things you can do for your customers. On your feedback on getting more customised features, we’d like to hear more and see what we can do in the future to optimize the experience. It would also be helpful to share this in our Community forums so our Product team can take a look. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 29. A new unicorn among the QA tools **Rating:** 5.0/5.0 stars **Reviewed by:** Oksana P. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2023 **What do you like best about Zendesk Contact Center?** I love how Klaus is keeping up with the newest technologies and using AI to automate processes while highlighting critical cases for manual review. That's what we want - less manual work and more use of the latest tech. The data representation is phenomenal. Convenient scorecards, easy to assign workloads. The company culture also made only a good impression. It's a pleasure to work with their team from day 1. As a Ukrainian, I also appreciate their support. **What do you dislike about Zendesk Contact Center?** The interface may seem a bit overwhelming initially, but it's easy to understand with time. No other limitations/ blockers for me and my team. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Checking the quality of agents' replies and process adherence to make sure all our customers receive helpful solutions. Also, Klaus represents current trends we have so we better understand where to improve. ### 30. A great tool for Customer Service QA **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno Lago R. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Zendesk Contact Center?** My favorite part about Klaus is their easy integration with different types of helpdesks and their fun way of looking at QA. **What do you dislike about Zendesk Contact Center?** A "Root Cause" conversation filtering option would be a great addition to the tool. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus helps us provide constant feedback to our customer service agents. Helping us guarantee quality customer service and providing long-term information. ### 31. Fastest interface **Rating:** 5.0/5.0 stars **Reviewed by:** Edwin V. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Zendesk Contact Center?** I do love the speed in which Zendesk works, it turnes really good when responding to customers, I really use it all day long! As well all features to be used are a very good help! **What do you dislike about Zendesk Contact Center?** I do dislike that there are sometimes bugs that will turn you back into the same page that you were before so it takes time! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk has all our information for contacting and responding to email, sms and client profiles! **Official Response from Zendesk Sam:** > Your 5-star review means a lot to us, Edwin. We’re happy to hear that you love the speed at which Zendesk works. You’re welcome to share the bug feedback with us in our Community forums so our team can take a closer look. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 32. Kalaus is great tool in order to bring your customer servici to a a level of excellency **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto R. | Head of L&D and QA, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2022 **What do you like best about Zendesk Contact Center?** Flexibility to create and read important metrics and transform them into good and valuable information. **What do you dislike about Zendesk Contact Center?** Maybe the price different will be nice to have a different level of prices and access as "Admin" and "Agent" **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus with the reviews definitely helps to lead the new CS agents in order for the agents to learn how to deliver an excellency support ### 33. Klaus is helping me improve my overall performance. **Rating:** 5.0/5.0 stars **Reviewed by:** Christian Nico M. | Customer care specialist, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Zendesk Contact Center?** I love the logo of Klaus, not because I LOVE cats. Klaus's interface is very user-friendly. I also loved when they conducted training on how to use Klaus. I also love how the data scores are presented. It is straightforward to understand. **What do you dislike about Zendesk Contact Center?** Not that much as of now. We are new to using Klaus. I have feedback, though I am unsure if it is with Klaus or our administrator who programmed the data and how it was s interpreted. So far, Klaus is fantastic! **What problems is Zendesk Contact Center solving and how is that benefiting you?** It is helping us put our scores into numbers so we can quickly identify what is our scores. I also love that there is a clear understanding of where we should improve whenever we have feedback. I also love that the scores are updated in real-time without waiting a few days. ### 34. Extraordinary Klaus **Rating:** 5.0/5.0 stars **Reviewed by:** Ray G. | Quality Assurance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Zendesk Contact Center?** Klaus is an easy to use tool that is developed for an average person. Everything in this tool is high standard, nothing too much trouble. It is very easy to navigate and it feels like any person can use this without undergoing a training. The young and old can easily use Klaus. Very excellent!!! **What do you dislike about Zendesk Contact Center?** I honestly do not see anything negative about Klaus. But aside from an email notification, it would be best if there is a pop-up notification if something comes in like a work audit. But everything is great! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus shows the quality of my work and what to improve on next. Overviews, Disputes, Surveys and Categories greatly help a person find scores, conversations and comments. What I really love about Klaus is there is no hassle in finding what you need and that is amazing! ### 35. I love sharing team feedback with Klaus **Rating:** 5.0/5.0 stars **Reviewed by:** Krystal T. | Customer Support Operations Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Zendesk Contact Center?** Klaus makes it incredibly easy to pull conversations from our CRM and have our customer support team share peer reviews to help each other learn best practices. It keeps our responses in sync and gives us opportunities to improve the way we respond to our users. **What do you dislike about Zendesk Contact Center?** I don't really have any cons at the moment. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus allows us to review our team members' conversations and monitor for consistency in our voice and handling. It's been a great way to get feedback for improving individual KPIs. ### 36. Great tool for QA **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** Clear and concise, interactive, fun outlook **What do you dislike about Zendesk Contact Center?** I'd prefer if the link to what's being reviewed took you directly to the chat. Right now you have to copy and paste **What problems is Zendesk Contact Center solving and how is that benefiting you?** It's a great tool to monitor the team's perforamcne and to keep our customer service standards high ### 37. Best tool for performance tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Diana S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Zendesk Contact Center?** I like how Klaus allows us to monitor our performance easily. It also allows us to set a target for your expected performance. Klaus will enable us to access the given comment every time that we can use it as a reference in our progress. **What do you dislike about Zendesk Contact Center?** This is my first time using Klaus, and I am so impressed with the tool. Very user-friendly and easy to navigate. So far, I do not see flaws while using the tool, as I am new to this feature. **What problems is Zendesk Contact Center solving and how is that benefiting you?** This helps our management to track and monitor every performance easily. This allows us to see what needs improvement and what needs to be sustained. I really like how this help us to see and compare our day-to-day performance. ### 38. Cool app to view my feedbacks **Rating:** 5.0/5.0 stars **Reviewed by:** Rowenne M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2023 **What do you like best about Zendesk Contact Center?** It is very easy to use, pleasing to the eye and very straightforward. The good thing about this is that it is real time so feedbackand scores are already reflecting, no waiting time at all. **What do you dislike about Zendesk Contact Center?** No complains about Klaus. It serves its purpose and it is very easy to use. Though there's too many features and buttons available, I totally understand that it is not the Klaus' fault that we are not utilizing those as we have specific feature that we are just using. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It helps us improve our quality in doing our work. Real time results and feedbacks are available to us users so we can develop or create our action plan as quickly as possible. ### 39. Enhance you, your team and the company for betterment **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Zendesk Contact Center?** I like how easy it is to post reviews and read what other people have to say about your work. The indicator that shows how many reviews each team member has received over the course of a week is one "micro-feature" that I really like. Without returning to the dashboard, this indicator makes it simple to see who still requires a review in order to maintain our IQS distribution equitably and consistently. **What do you dislike about Zendesk Contact Center?** Setting it up and being familiar with the various filtering and reporting options took some getting used to. Other than that, I have no significant problems. Additionally, you must take proactive measures to make sure team members are using the reviews properly and grading one another fairly. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Provided the foundation and encouragement needed to adopt a methodical approach to quality. They provided really thoughtful onboarding, and there was always someone there to lend a hand or offer guidance. ### 40. Pound for Pound Champ **Rating:** 5.0/5.0 stars **Reviewed by:** Moses R. | Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2023 **What do you like best about Zendesk Contact Center?** Using Klaus has helped me improve my skills. Overall, I just find this tool very helpful in terms of productivity and quality. I'm really impressed how Klaus made me a believer. **What do you dislike about Zendesk Contact Center?** There's nothing wrong I can say about Klaus because it helped me achieve my monthly goals, as this tool helps me improve and to make sure that I'll be a better version of myself. **What problems is Zendesk Contact Center solving and how is that benefiting you?** All of the things this tool can be useful for. Honestly, this tool helped me to be better in terms of quality and quantity of work as this made me more productive. And I really noticed that my performance has improved much because of this. ### 41. Klaus is one of the tools that has the best UI. **Rating:** 5.0/5.0 stars **Reviewed by:** John C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Zendesk Contact Center?** I love how easy it is to see your performance in a bigger picture atr a glance. It is quick to determine which areas you excel at and what are the things that need improvement. **What do you dislike about Zendesk Contact Center?** Sometimes, it does not load as fast as I would expect from a web application. It's still a pretty fresh product, and we haven't encountered any deal-breaking issues yet. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Since the feedback is displayed in various ways, it is pretty easy to determine your weak point. It is convenient to explain yourself when disputing an error in your scorecard since it has a feature where you can have a conversation with the quality support team. ### 42. this is a great app **Rating:** 5.0/5.0 stars **Reviewed by:** Christian D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2023 **What do you like best about Zendesk Contact Center?** it gives me the access to check my daily surveys where I can do my daily goals as well to help me become the best sutomer service representative as I could be. a great app indeed **What do you dislike about Zendesk Contact Center?** so far, i cannot find anything as a downside of using this app. all I can find is this is such a great benefit of using this for you to track your daily and monthly progress **What problems is Zendesk Contact Center solving and how is that benefiting you?** it solves the discrepancy of getting surveys after completing a certain task. it greatly helps me to monitor how good or bad I am on a daily basis in terms of how I handle a specific case ### 43. It really is the cats pyjamas 🐈 **Rating:** 5.0/5.0 stars **Reviewed by:** Hannah D. | Customer Success Manager, NEMEA, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2023 **What do you like best about Zendesk Contact Center?** Klauss is a tool that brings incredible value and actual support to your support teams. It's an intuitive tool that allows you to better empower and support quality conversations and the real people behind them. **What do you dislike about Zendesk Contact Center?** Honestly? I can't say much behind any product deficencies available. The team is reactive, proactive, and constantly growing. It's difficult for me to find any real gap with a product that is centered around supporting people with easy to use technology. Maybe the fact that I have this listed as a noncompromisable need-to-have in my tool box? **What problems is Zendesk Contact Center solving and how is that benefiting you?** I've used Klaus more extensively in my last roles. I loved that this tool acted as a middle ground to not only share insights and corrections to my team, but created a type of everything-all-in-once tool to help organize progress and ensure meaningful actions behind our behaviours. ### 44. Klaus Review **Rating:** 5.0/5.0 stars **Reviewed by:** Kim April C. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Zendesk Contact Center?** With Klaus, we were able to see our progress. It is very easy to audit interactions and the scores is auto generated and auto calculated. It is a great app to monitor one's progress. **What do you dislike about Zendesk Contact Center?** I am delighted with Klaus since it is very user-friendly. This app is perfect for keeping track of your progress. WIth Klaus, you can always visit and review your work and see what needs to be kept in terms of process and what needs to be changed. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keeping track of your progress. With Klaus, you can always review your work and see what needs improvement and what opportunities are there for process and such. ### 45. Klaus from day one until now **Rating:** 5.0/5.0 stars **Reviewed by:** Flora B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Zendesk Contact Center?** It's easy to use it. And it's very practical.. **What do you dislike about Zendesk Contact Center?** The fact that, if a employee hasn't create a case, the Call can't be found on it. **What problems is Zendesk Contact Center solving and how is that benefiting you?** The employee can see directly for what he got a review. Because we got a lot of "analyses" we do. And it calculates the points by himself. ### 46. Klaus has effortlessly brought the reviewer to the reviewee **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2022 **What do you like best about Zendesk Contact Center?** The notifications the advisors get and the dispute system. **What do you dislike about Zendesk Contact Center?** Klaus not picking up certain tickets due to technical limitations. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We had only been able to publish review scores once a week via Excel before, but now the advisors are immediately and automatically notified. This has helped us save a lot of time. **Official Response from Triin Ilves:** > Purrific! Proper quote material here - thank you! 😻 PS: Since we do take a careful look on the suggestions, please bring up the issue with ticket pickup with your CSM. But in some cases (Conversations Insights dashboard), our cat-bots automatically exclude some conversations that would be ineligible for review? For example, interactions in which the customer says nothing at all. Our text processing wonder-tools sweep away this segment, so the sunbursts only include interactions of substance. ### 47. Klaus, a user friendly app. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Zendesk Contact Center?** The most helpful feature of Klaus is the way it provides the percetage of my performance. It gives me an option to view the percentage of my performance by a certain period (the week, last week, this month, last month, last 30 days, custom period). **What do you dislike about Zendesk Contact Center?** At the moment, there is nothing to dislike about Klaus. It is very user friendly and everything I need to know about my performance is already in the application. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is helping the company to make it easier to know the percentage or standing of an agent based on performance. It makes us more productive knowing the real time surveys and ratings that we receive. Klaus also has a feature where our seniors can review our work and give a rating. It is easier for us to monitor our performance. ### 48. Kalus as a convenient coaching tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Sean B. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Zendesk Contact Center?** What is helpful about Klaus is that the scores are easy to understand. It's easy to send a comment and reply to others' comments as well. Team score is easy to understand. **What do you dislike about Zendesk Contact Center?** Nothing so far. Using Klaus makes our tasks much easier because the stats are easy to understand. Posting of scores are real-time as well. Reall a great tool so far. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It solved our worries about our stats and scores not being accurate. Our tool did not provide us with accuracy and efficiency like as Klaus did. We are happy to be using Klaus right now. ### 49. The most friendly and fun way to do QA! **Rating:** 5.0/5.0 stars **Reviewed by:** Candelaria P. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Zendesk Contact Center?** It is easy to use and to keep track of review feedback, not only for the team doing QA but also for our Agents. The Dashboard is great and very useful to keep track of areas of improvement. Klaus's support is awesome as well. Highly recommend! **What do you dislike about Zendesk Contact Center?** nothing I dislike. I would like if more of the cool updates and new features are added to the basic plan **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klauss helps us review agents' tickets, keep track of feedback, and provides a complete dashboard with analytics tools. ### 50. All in One Space for Detailed Customer Concerns **Rating:** 4.5/5.0 stars **Reviewed by:** Kristina H. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Zendesk Contact Center?** Having one place where emails, calls and more can be documented in real time to quickly assist the customer as well as my coworkers. **What do you dislike about Zendesk Contact Center?** Integration with applications. We also use Aircall and it's not as simple as I'd prefer. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Allows me to priortize tickets I am working, while also communicating with the client and documenting all work put into issues/work. ## Zendesk Contact Center Discussions - [What integrations does Local Measure offer?](https://www.g2.com/discussions/what-integrations-does-local-measure-offer) - 1 comment, 1 upvote - [What's included in the Local Measure platform?](https://www.g2.com/discussions/what-s-included-in-the-local-measure-platform) - 1 comment, 1 upvote - [What kind of businesses use Local Measure?](https://www.g2.com/discussions/what-kind-of-businesses-use-local-measure) - 1 comment, 1 upvote - [View Zendesk Contact Center pricing details and edition comparison](https://www.g2.com/products/zendesk-contact-center/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A08%3A05+-0500&secure%5Bsession_id%5D=7193120d-f0ed-455d-abc4-b6e755f92191&secure%5Btoken%5D=847debafd10f69457baaf0131a2518fc06e328c9c01e9227a2aa6c1cf4105bdd&format=llm_user) ## Zendesk Contact Center Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Slack](https://www.g2.com/products/slack/reviews) ## Zendesk Contact Center Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Additional Functionality** - Incident Management - Real-Time Monitoring - Evidence Management - Risk Alerts - Reporting & Statistics - Third-Party Integrations - Workflow Management - Risk Analysis - Sarbanes-Oxley Compliance - Single Sign On - Compliance Management - Policy Management - Real-Time Reporting - Audit Trail - Assessment Management - HIPAA Compliant - Operational Risk Management - Document Storage - Enterprise Risk Management - Data Visualization - Configurable Workflow - Vendor Management - IT Risk Management - User Management - Issue Management - Internal Controls Management - AI Copilot - Environmental Compliance - Customizable Reports - Data Import/Export - Risk Management - API - Document Management - Risk Assessment - Activity Dashboard - Task Management - Audit Management - Generative AI - Governance - Corrective and Preventive Actions (CAPA) - Alerts/Notifications - FDA Compliance - Secure Data Storage - Approval Process Control - Version Control **Messenger** - Sequencing - AI - Video Chat - Customization Interface - Generative AI **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Channels** - Social Media Integration - Website - Text Message (SMS) - Voice Assistants - Other - Multi-Channel Marketing **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Management** - Scrubbing - Blocking - Campaign Management - Screening **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Contacts** - Personalization - Information Locater - Record Prospect Data - Contact Management **Customers** - Audience Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion - Customer Service Analytics - Reporting/Analytics **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Integration** - Phone Systems - Marketing & CRM - Third-Party **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Security and privacy - AI Voice Assistants** - Encrypted communication **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking - AI/Machine Learning **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration - Third-Party Integrations - Computer Telephony Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Customizable Fields - API - Real-Time Notifications - Lead Nurturing - Human Handover - Lead Management - Product Recommendations - Customer Experience Management - SMS Messaging - Appointment Management - Chat/Messaging - Real-Time Monitoring - Lead Distribution - Campaign Segmentation - Data Import/Export - A/B Testing - Real-Time Data - Real-time Conversations - Customizable Branding - Lead Qualification - Template Management - Autoresponders - Contact Database - Customer Segmentation - One-to-One Messaging - Communication Management - Campaign Management - Activity Dashboard - Lead Capture - Appointment Scheduling - Reporting & Statistics - Event Triggered Actions - Chatbot - Group Messaging - AI Copilot - Customer Database - Multi-Channel Communication - Email Automation - Surveys & Feedback - CRM - Engagement Tracking **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Additional Functionality** - Meeting Management - AI Copilot - Reminders - Recommendations - Lead Distribution - Workflow Management - Performance Management - Dashboard - Email Management - Lead Management - Activity Tracking - Email Templates - Third-Party Integrations - Customizable Fields - Sales Pipeline Management - Generative AI - Automatic Call Distribution - Call Monitoring - Lead Capture - Deal Management - Call List Management - Multi-Channel Communication - Call Recording - For Contact Centers - CRM - Data Management - Calendar Management - Chat/Messaging - Lead Qualification - API - Task Management - Interaction Tracking - Reporting & Statistics **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management ## Top Zendesk Contact Center Alternatives - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.8/5.0 (312 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,478 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)